General Card Questions
What is the difference between a Charge Card and a Credit Card?
Charge Cards have no pre-set spending limit and no interest charges but they must be settled in full and on time each month. Credit Cards have spending limits and only a minimum payment is needed to settle the monthly account. However, interest is applied to balances not cleared in full.
What are the advantages of a Charge Card compared to a Debit Card?
Purchases made with a Charge Card will be debited once a month from your bank account when payment to American Express is made, giving Cardmembers a period of interest-free credit. Purchases made with a Debit Card will be debited from your bank account immediately for each separate transaction. Charge Cards help you manage and maximise your cash flow.
Do you provide multi-lingual servicing?
Yes. Just call +44 (0) 870 607 8811 or +44 (0) 1273 576 532 and request to speak to a Customer Service Representative, stating the language you need.
Can I get a Basic Card if I have been declined a Premium Card (for example an American Express Green, Gold or Platinum Charge Card in US Dollar or Euro currency)?
Yes, this may be possible subject to further checks being undertaken.
If I need a statement copy what do I do?
Simply register for Online Card Account access where you can access your Card account information including current and old statements in seconds.Alternatively, please call Customer Services number on the back of your Card and request copies of statements for the months you require.
If I dispute a charge what do I do?
You must call Customer Services immediately upon receiving your statement and discuss this with a representative. They will be able to provide you with more details of this charge. If this does not clarify the matter we will investigate this and provide copies of the charge. American Express is only able to do this if we are informed immediately of the situation. We cannot do this after any lapse of time.
Do you have a special annual fee arrangement for Cardmembers who have both the US Dollar Charge Card and the Euro Charge Card?
Yes, you can take advantage of half the normal Card fee on the companion Card that you apply for unless the Card you apply for is a higher fee product.
As a Cardmember, how do I stop American Express Services Europe Limited sending me marketing material?
You can change your email preferences online by going to either Euro Card Email Preferences or US Dollar Card Email Preferences depending on the currency of you card. If you would like to decline to receive American Express mail or telemarketing offers, please call the customer service telephone number listed on your account statement. You may also write to us at American Express, P.O. Box 880, Brighton, BN2 2LP, UK.
Please note: It may take up to 28 days for your email and telephone preferences request to become effective and up to 2 months in relation to direct mailings via post.
Online Account Access
Can I manage my US Dollar or Euro Charge Card account online?
Yes, you can register for online Card account access. This gives you control to manage your American Express Card Account(s), all at the click of a mouse, wherever you are, whenever you want. Registration is simple and free.
Can I register more than one Personal US Dollar or Euro Charge Card online?
If you have more than one Personal Card account you can register all of these Cards against a single User ID. Supplementary Cardmembers may create a unique User ID and Password to view their own transactions, but the main Cardmember will be able to view Supplementary Card transactions automatically when they register their Card(s). You will need to create a unique User ID and Password for any Card(s) issued to you or billed in a currency other than US dollar or euro.
How can I pay my account?
There are four ways in which you can settle your monthly Dollar or Euro Card Charge account. For more information please refer to Payment Options
Can I pay by direct debit?
Unfortunately, at this time there is no international payment system developed by banks that can automatically collect payments in US dollars or euros from multiple countries. Direct debit can only work within a domestic market for that particular domestic currency. However, you can arrange to have your bank receive your statement and settle your account. To arrange for your Bank to pay your Card account on your behalf please call us +44 (0)1273 868 900 to set this sup.
Lost or Stolen cards
What happens if my Card is lost or stolen?
Please call American Express immediately day or night on +44 (0) 1273 868 900 (for US Dollar Cardmembers) and +44 (0) 1273 576 530 (for Euro Cardmembers). We will issue a replacement usually within 48 hours. If you are travelling we can arrange for a replacement to be sent to you to the nearest American Express Travel Agency Location or to be delivered to you in person*. To find the American Express Travel Service Location closest to you, use the Travel Service Locator.
*not all services available at all locations
What is the Membership Rewards® programme?
Membership Rewards® is a loyalty programme and our way of thanking you for using the Card. If you are enrolled, you can earn one point for virtually every US dollar or euro spent*. To earn rewards, use the US Dollar or Euro Charge Card for all purchases big or small wherever you see the 'American Express Welcome' sign. Redeem your points against flights, hotels, car hire, charity and exciting new merchandise rewards. You can even use your points to pay your annual Card and Membership Rewards® fee.
* Points cannot be earned on the following charges: Cash Advances, American Express Travellers Cheque purchases, Foreign Exchange and Express Cash transactions and other Account Charges
How can I enrol in the Membership Rewards programme?
You can simply click on Enrol or call Customer Services on +44 (0) 1273 864 864. We are open from 7am – 11pm daily.
How can I redeem my points for a reward?
You can now redeem for an merchandise reward online now. If you have already linked the Frequent Traveller Programme to your Membership Rewards account, you can also transfer your points into the Frequent Traveller Programme online. If you have not linked a Frequent Traveller Programme to your Membership Rewards account, please call Customer Services on +44 (0) 1273 864 864. We are open from 7am – 11pm daily.
Who can I contact if I am experiencing issues with my online account?
For issues with your online logon contact +44 (0) 1273 864 864. Or alternatively you can Contact Us on any of these numbers.
Who can I contact if I have a query about a particular reward?
You can call our Customer Services team on +44 (0) 1273 864 864. We are open from 7am – 11pm daily.
Who is eligible for Priority Pass Membership and what are the associated charges?
Priority Pass membership is complimentary upon enrolment to Platinum Main Cardmembers as well as their main Supplementary Cardmember. Charges for accompanying guests are US$/€24 per person, per visit, which will be billed directly to the Cardmembers Platinum Card.
American Express Travel Service Locations
Where can I find a list of all American Express Travel Service Locations worldwide?
A list of all American Express Travel Service Locations can be found using the Travel Service Locator.
Chip and Pin
What is Chip and PIN?
A Chip & PIN Card contains a small embedded microchip, which encrypts your Account information, making it difficult to duplicate copy or access without the right PIN (Personal Identification Number). It is simply a more advanced technology than magnetic stripe technology and will make an already safe payment system even more secure.
What are the benefits of Chip and PIN?
It is a more secure way to authorise your transactions since your PIN is known only to you. Since its inception it has reduced fraud.
Where can I change my PIN?
Once your PIN is issued you will not be able to change your PIN unless you visit the UK, where you can use UK LINK ATMs that offer PIN Management services.
What should I do if I forget my PIN?
With Online Services you can view your PIN securely and instantly online - at any time of the day or night.
Simply log in or Register for Online Services to view your PIN online.
Alternatively contact the Customer Services number on the reverse of your Card to be sent a PIN reminder in the post.